Shell broadband charging £35 for supposedly not returning router

They offered me a really good fibre deal rather than that I should leave for something cheaper... now have debited me £35 claiming I haven't returned the router. Feels like an outright scam to me (I have proof of posting). Anyone else had this?


  • QrizB
    QrizB Posts: 13,822 Forumite
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    Yes, it;s quite a common complaint about Shell. There are several threads. Shell's warehouse is terrible at recording returns.
    N. Hampshire, he/him. Octopus Go elec & Tracker gas / Shell BB / Lyca mobi. Ripple Kirk Hill member.
    2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 30MWh generated, long-term average 2.6 Os.
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  • giraffe69
    giraffe69 Posts: 3,556 Forumite
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    Contact them with a scan of the proof of posting?
  • matelodave
    matelodave Posts: 8,605 Forumite
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    Signed for delivery is always better than proof of posting as you've got proof that it actually got delivered as well, therefore it must be sculling around in their system somewhere.

    Saved me no end of trouble with an insurance claim where they denied receiving some original documents and again when BT tried hassling me over a router which they claimed I'd not sent back. Anything I post that has value (whether its documents or items) gets sent "signed for"
    Never under estimate the power of stupid people in large numbers
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